According to several experts, Voice over IP (VoIP) phone systems are one of the top investments businesses make, and for good reason. The ability to call anyone from anywhere with an internet connection gives employees lots of flexibility. And with 2018 just around the corner, there will be new VoIP developments to look forward to.

According to several experts, Voice over IP (VoIP) phone systems are one of the top investments businesses make, and for good reason. The ability to call anyone from anywhere with an internet connection gives employees lots of flexibility. And with 2018 just around the corner, there will be new VoIP developments to look forward to.

Faster networks will improve call quality
With more 5G mobile networks expected to go online in 2018, the quality of VoIP calls will get even better. 5G offers wireless speeds ten times faster than 4G, significantly reducing common issues like call jitter, echoes, and packet loss. Faster upload and download speeds also allow for stable, high-quality video streaming from anywhere with a strong 5G signal. All in all, this new mobile network will definitely empower more users to work remotely.

Before a call, AI could be used to recognize poor call-quality and fix it immediately -- like a self-healing network. This means issues like low bandwidth, improper network configuration, and high latency can be resolved in real time, guaranteeing crystal clear calls and minimizing the need for human intervention.

We also anticipate AI-powered unified communications programs that will analyze conversations, email correspondence, and speech patterns also in real time to produce valuable insights into customer behavior and sales performance. With this information, marketing firms will be able to improve their sales tactics and customer service.

So far, major developers and telecom providers are still working on prototypes of this technology, but more AI functionality will likely appear in 2018.

Voice assistants will get smarter
In addition to providing customer-behavior analytics, we predict that AI will also be used to answer calls. Thanks to improvements in language processing, voice assistants like Siri and Alexa are getting better at interpreting simple commands and interacting directly with customers.

For example, voice bots can handle simple queries that would normally be found in FAQs, while customer service agents resolve more complicated issues. If implemented correctly, this has the potential to increase resolution rates and reduce time spent on basic tasks.

Plain old telephone systems will die out
Given the popularity of VoIP phone systems, telecom analysts predict that the demise of traditional landlines is well underway. Of course, support for old-school phone systems will still be available, but the businesses that use them will be a minority.

VoIP offers enterprise-level features, hardware, support, and upgrades for a fixed monthly fee, making it a smarter choice for future-proofing business communications.

This is why you should consider VoIP migration your goal for 2018. As a professional VoIP provider, we can help you with this process. Simply contact us today to learn about all the benefits of a futuristic phone system.

Over 330 million consumers connected with small businesses via Facebook Messenger in 2017 alone, so it's evident that the ‘phone call’ era is coming to a close. Since consumers now want constant, immediate online connectivity with their local car dealership, pizza joint, and other local businesses, it is only fitting that Facebook Messenger’s latest feature grants consumers even more flexibility in how they contact their local business.

Over 330 million consumers connected with small businesses via Facebook Messenger in 2017 alone, so it's evident that the ‘phone call’ era is coming to a close. Since consumers now want constant, immediate online connectivity with their local car dealership, pizza joint, and other local businesses, it is only fitting that Facebook Messenger’s latest feature grants consumers even more flexibility in how they contact their local business.

The How

By installing a plug-in called Customer Chat, retailers can integrate Facebook Messenger with their website, letting their customer support representatives carry on conversations with clients just like they would on Facebook.

Customer Chat also saves conversation histories, meaning a user can be talking to a customer representative on their website and then continue the conversation once they shift to Facebook -- without having to start a new conversation. Customer Chat is now open to any business in the form of an ‘expanded public beta.’

Here’s Facebook’s guide detailing how to install Customer Chat.

Facebook’s Grand Plan

Like all new services, the success depends on the users. Customer Chat’s primary user base seems to be those who lack the time or confidence involved in sending a formal e-mail for a casual business inquiry.

Regardless, Facebook has long been developing its platform with an eye on chat's broader benefits to tighten its grip on businesses. A recent stat indicates Facebook Messenger has surpassed 1.3 billion monthly active users.

So, What Next?

As Facebook seems to be monopolizing and clamping down on the communication realm -- both private and business -- with Facebook Messenger and Whatsapp, the plan is clear: They want to absorb even more of the communications that usually take place over phone calls and e-mail.

It is still an uncertainty if the new Messenger feature will have a large impact on Facebook’s grand plan, but it certainly won’t hurt if it ends up working. Customer Chat opens up new avenues of integration, such as sending money, making video calls or even convincing customer service reps to give you a refund. Thus making Facebook the go-to app for anything and everything.

Got any questions about Facebook? Let us help you understand the technicalities. Call us today!

Switching to internet-based phones gives you the chance to enjoy innovative new call features and significant cost reductions. There are a lot of options when choosing which voice over IP (VoIP) platform you use, but first you need to pick whether you’ll use an open-source or proprietary system.

Switching to internet-based phones gives you the chance to enjoy innovative new call features and significant cost reductions. There are a lot of options when choosing which voice over IP (VoIP) platform you use, but first you need to pick whether you’ll use an open-source or proprietary system.

What are “proprietary” systems?

When most companies release VoIP software, such as Microsoft’s Skype, they often package it in a way that makes it almost impossible for users to view or alter the programming code. By keeping it locked down, they can retain control over which hardware and software systems it is compatible with and prevent hackers from uncovering vulnerabilities.

Pros and cons

One of the biggest benefits of a proprietary VoIP system is a consistent user experience across compatible hardware devices and software integrations. Brand-name handsets and third-party software must be programmed by the VoIP system’s developer to be compatible, so you know everything will be optimized for a uniform and reliable user experience.

But keep in mind that, in the majority of cases, the added security and polished integrations of these systems cost more than open-source alternatives.

What are “open-source” systems?

The programming code that enables open-source VoIP solutions to work is free and accessible to anyone. Open-source systems are made to be more of a starting point than a finished solution, which means they’re usually pretty rough around the edges until you customize them.

Pros and cons

The two best things about an open-source system are the cost and the flexibility. The core system will be totally free, but tailoring it to your desktops, handsets, and servers will require a fair amount of time and technical expertise. This usually requires a larger upfront investment when compared to proprietary systems, but will pay off with lower operational costs as time goes on.

The tradeoffs between open-source and proprietary systems are fairly even. The former is often better for business owners who prioritize keeping costs low, while the latter is usually better for those who prefer refined solutions. Choosing between the two comes down to your customer service model, IT resources, and business priorities.

Small businesses like yours can enjoy personalized, high-end IT solutions, they just need support from experienced technicians. With years of experience in VoIP, we’re the answer to all your problems. To learn about what we think is best for your business, call today!

]]>Google reviews: how to make them counthttp://www.netforce.ie/2017/11/google-reviews-how-to-make-them-count/
Mon, 13 Nov 2017 21:00:16 +0000http://netforce.bypronto.com/?p=3436

Google has recently modified their search results to display ratings from review sites like Facebook and Yelp. While this may seem like a small change, it has actually made reviews more important than ever in terms of SEO. With the following tips, your company can shine in the Google search results.

Google has recently modified their search results to display ratings from review sites like Facebook and Yelp. While this may seem like a small change, it has actually made reviews more important than ever in terms of SEO. With the following tips, your company can shine in the Google search results.

How Google changed search results
Google’s new search algorithm is designed to lead people to high-quality products and services. For instance, if you search "Acme Group Inc.", Google will show you something called a Knowledge Panel. Displayed on the right side of the search results, this panel includes information like address, hours, web address and more.

Over the last year, Google has been automatically aggregating and including online reviews to display in the Knowledge Panel.

Which review sites does Google include?
Relevant sites vary from industry to industry, so if you manage a restaurant, reviews from Yelp or Zagat will likely be displayed next to your online listings. If your business is a bit more niche, however, there are a few steps to determine which review sites affect you.

Go to Google and search for the following:

“[your company name] reviews” - to locate sites that already have reviews on your business

“[industry] reviews” - to determine industry review sites that you should be listed on

“[industry + location] reviews” - to find review boards where you can boost your local presence

Then, record all the review sites you found on the first page of each search query and categorize them based on their search ranking and the current rating your company has on them.

Once you’ve produced a comprehensive list, write down an objective for each review site. This can range from getting listed on the site to improving your rating.

To narrow it down even further, focus your review generating efforts on the five most popular websites on your list, especially any that include disappointing reviews.

Getting reviews
Of course, all this doesn’t matter if people aren’t writing reviews about your products and services. With that in mind, here are a few strategies that encourage people to rave about your business.

1. Send follow-up emails
After a customer has made a purchase, it’s a good idea to send a thank you email that includes a request to review your service.

2. Simplify the review process
Many customers opt to skip writing a review because there are too many steps to express their opinion. Simplify this process by having a review site already opened on your smart tablet and asking your customers to comment on your service before they leave your venue.

3. Offer rewards for reviews
Another way to encourage people to rate your business is by presenting them with a chance to win free goods or services if they submit a review.

Though there’s a lot of steps involved in managing your online reputation, starting early will enhance your SEO, attract new customers, and improve your bottom line.

If you need more advice on climbing up Google’s search rankings or tips on social media management, contact us today.

There was a time when “voice” was the sole business communication solution. Then, we were introduced to emails, texts, and chats, all of which are extremely useful and are here to stay. But wouldn’t it be nice if there was a communication solution that integrated everything -- voice, messaging, video -- into one platform? That’s where unified communications come in.

There was a time when “voice” was the sole business communication solution. Then, we were introduced to emails, texts, and chats, all of which are extremely useful and are here to stay. But wouldn’t it be nice if there was a communication solution that integrated everything -- voice, messaging, video -- into one platform? That’s where unified communications come in.

What is unified communications?

Unified communications (UC) allow you to manage all your communications from one architecture rather than separately.

It integrates computer-related communication technologies, like instant messaging and video conferencing, with voice over internet protocol (VoIP) which allows you to make and receive calls using the internet.

What can be integrated?

Just about everything can be integrated. This includes voice communication in all its forms -- voicemail, email, or fax -- as well as multimedia services like video chat and web conferencing.

Real-time communication like call screening and call conferencing can also be integrated. But what many might not know is the fact that even data services and transactions like e-commerce and online banking can also be added to the UC system.

What are the benefits of UC to small businesses?

One of the most evident benefits is that you’ll have a single and flexible communication infrastructure that allows you to streamline and enhance business communication, and easily manage all the components.

Features can be scaled up or down to support your business needs without hassle. Other benefits include:

Hypermobility

UC gives access to your office via a wide array of smart devices, like laptops, smartphones, tablets, and more. This means you can literally create your office environment and satisfy customers from anywhere you please. This opens up a world of opportunity for employing remote workers.

Improved productivity

Your employees will be equipped with productivity-enhancing communication features, like call info, call routing, and more, that allow them to work more efficiently and better tend to customers’ needs.

Web and video conferencing calls, for instance, not only allow for real-time interactivity, but also for better collaboration. Delayed response times and gaps between dispersed teams are also minimized.

Real-time updates

You and your employees will be able to see important presence updates in real time, including how to contact colleagues and how to see their locations. This makes getting the right information from the right person at the right time quick and easy.

Single contact point

Clearly defined points of contact ensures that stakeholders can reach you by email, phone, SMS, and more regardless of the channel they’re doing it from -- softphone, IP phone, email, or IM.

Reduced costs

UC eliminates the cost of travel and reduces your monthly phone bill since it uses the internet to make calls. It also limits the need for expensive on-site hardware as one UC server keeps everyone connected using the aforementioned communication features.

Even better, you can potentially save thousands of dollars on office overheads by allowing employees to work from home since they’ll remain connected with their softphones even when they’re not at your office.

It’s only a matter of time before unified communications become the norm for day-to-day office interactions. If you’re interested in learning more about how UC or VoIP can transform your business, just give us a call. We’re happy to explain everything to you in plain English.

At the Ignite conference in September, Microsoft announced that the Teams app will eventually replace Skype for Business as the primary communication tool for Office 365. This is a huge development, and there are undoubtedly many questions that need answers.

At the Ignite conference in September, Microsoft announced that the Teams app will eventually replace Skype for Business as the primary communication tool for Office 365. This is a huge development, and there are undoubtedly many questions that need answers. To find out more about what’s going to happen to Skype for Business and Microsoft Teams, read on.

Upgrades for Teams
To phase out Skype for Business, Teams will gradually acquire communications features such as the ability to call traditional landlines and phone numbers, call routing, speech-to-text, voicemail, and HD video conferencing.

On the back-end, Microsoft will beef up their servers and smooth out some glitches to ensure crisp and clear communications between team members.

Why is this happening?
Over the years, Microsoft has improved the Skype infrastructure to enable faster, clearer, and more reliable voice and video communications. But as executives noted, Microsoft applications are disjointed, requiring users to switch between windows to use their favorite collaboration tools. To schedule events during a video conference, for instance, you need to open the Group Calendar and Skype for Business app separately.

With Teams, users can enjoy Skype for Business features that are seamlessly integrated with other Office 365 applications like SharePoint, Outlook, Groups, and Dynamics 365, all in one window.

What about on-premises Skype for Business?
While Skype for Business in Office 365 will eventually be replaced, on-premises versions of the VoIP software will still be available for the foreseeable future. In fact, Microsoft stated that they will release another version of the Skype for Business on-premises server in the second half of 2018.

Can you still use your VoIP devices?
To make the transition process much easier for users, Microsoft Teams is compatible with the same VoIP devices used by Skype, including webcams, microphones, and desktop handsets. What’s more, Microsoft announced that communications devices made by third-party manufacturers like Lenovo and Logitech work with their new platform.

How do you migrate?
The Office 365 administrator portal allows you to easily manage the migration process. If you want your employees to get acquainted with Microsoft Teams first, there is a “side by side with notify” option. This feature allows you to run both Skype for Business and Teams to train employees how to use Teams features, and alert them when telephony features are available in Teams.

Before the cutover date, users also have the option to import all contacts from their Skype directory to their Teams list, so they can quickly move to the new platform with a click of a button.

The takeaway here is you really shouldn’t be too concerned about the shift to Microsoft Teams. All the Skype features you know and love will still exist, but improved with tighter integrations with other Office 365 products. The migration process is also painless, so if you use Office 365, do your employees a favor and have them get used to Teams today.

For more information on Microsoft Teams or other VoIP-related trends and services, call us today.

Your products and services won’t sell, no matter how exceptional they are, if no one knows of their existence. That’s how advertising comes into play. Yet for a small business with a limited budget, an advertisement can cost big. But that's no longer the case, thanks to the cost-effective online advertising platform hosted by Facebook.

Your products and services won’t sell, no matter how exceptional they are, if no one knows of their existence. That’s how advertising comes into play. Yet for a small business with a limited budget, an advertisement can cost big. But that's no longer the case, thanks to the cost-effective online advertising platform hosted by Facebook.

Why advertise on Facebook?

Above all else, the cost-effectiveness of Facebook advertising sets it apart from other marketing channels. The starting cost is as low as 1$ per day, which is ideal for SMBs that want to test small campaigns before investing more.

Beyond its affordability, Facebook advertising is also extremely effective. With 2 billion monthly active users and the ability to nail down your audience to the most specific details -- including their interests and online behavior -- it’s no surprise that Facebook advertising had the best return on investment compared with other social media platforms according to a survey of social media marketers worldwide.

Before you get started

As with other traditional marketing campaigns, before beginning a campaign, you need to determine your marketing objectives, audience, budget, and how you want your ads to look. Once you have the answers to all those questions, you’re ready to go.

A step-by-step guide to creating a Facebook ad:

1. Choose your marketing objective

From your your business's profile page, click on “Create Ads” from the dropdown menu in the top right corner.

Enter your campaign name and choose your “marketing objective,” which is what you want people to do when they see your ads. It could be increased brand awareness, lead generation, or store visits. You can pick only one from three categories.

Set up your advert account by selecting your account country, currency, and time zone.

2. Nail down your audience
You can tailor your audience based on locations, ages, genders, languages, their interests and behavior, and the kind of relationship they already have with your page, app, or website. It’s best to be as specific as possible when selecting your audience.

Set up your budget and posting schedule
Facebook allows you to set up a daily or a lifetime budget. The latter is the maximum amount you plan to spend for an entire ad campaign. Then choose the frequency or the start and end dates in which your ads will appear.

Design how your ads will look
You can choose how your ad posts will look like to your audience, such as whether they will appear as an image carousel, a single image, a video, a slideshow, or a “collection” (a new ad format designed especially for Facebook mobile). Note that your ad will consist of five parts: an image, a headline, a block of text, a link description, and a call to action button.

Tips on designing facebook ads that grab people’s attention

Your ads will appear in people's newsfeeds, so make sure your content is interesting and succinct enough to grab their attention as they scroll past it. Each component of your ad -- the image, headline, link description and call to action -- must stand out when surrounded by vacation photos that rarely receive more than a few seconds of attention.

Creating a Facebook ad is simple, yet the beauty of it is that Facebook also allows for more advanced targeted advertising if you know how to take advantage of what the platform has to offer. Talk to our specialists today; they'll be happy to share a few pointers on how to help you achieve optimal results from your campaigns.

Business communication has come a long way since traditional landline calling. Today, it’s all about internet-based phone systems, aka, VoIP. But before investing in VoIP phones, you need to determine how you plan to deploy them -- in the cloud or on-premises.

Business communication has come a long way since traditional landline calling. Today, it’s all about internet-based phone systems, aka, VoIP. But before investing in VoIP phones, you need to determine how you plan to deploy them -- in the cloud or on-premises. Let’s dig into the differences between the two options.

Installation and maintenance

On-premises VoIP phone systems are installed at your company’s office, typically managed and maintained by your own personnel. While you can hire a third party to manage the phone system for you, what you can’t avoid is the hardware cost of setting up your VoIP phones.

Cloud-based VoIP, on the other hand, means all the software and hardware are hosted and maintained by a VoIP provider. Other than the physical phones, everything else is provided virtually, which means you won’t be bothered with expensive hardware costs nor will you need an in-house staff to manage the system.

But since all support requests must be addressed by your VoIP provider, service responsiveness and flexibility are crucial as they can directly impact your daily operations.

Security

You might think having on-premises VoIP is the obvious choice when it comes to security, and in one specific case that’s very true. If you have vast IT resources, deploying VoIP on-premises gives you better security control since you will know your system’s capabilities as well as every nooks and crannies.

But for small- to medium-sized businesses, cloud-hosted VoIP remains a favorable option because every aspect of security is taken care of by a provider whose reputation rests on maintaining the most stringent security measures. They are well-versed in identifying vulnerabilities, reducing the area of attacks, and protecting all entry points.

Control

On-premises solutions give you better control of your VoIP phones since you can design systems suited to your needs without relying on a third-party. This makes it a popular choice for larger enterprises with dedicated IT technicians needed to customize and manage the system.

With cloud-hosted VoIP, you relinquish certain control to your service provider, which is the price you pay for the convenience of professional deployment and maintenance. This, however, doesn’t give your provider the right to monitor your calls or conduct any activity that breaches your business’s confidentiality.

Scalability

With on-premises VoIP systems, you rely on your in-house personnel to add or remove features to accommodate your changing needs. There are various backend processes involved and every expansion often increases the complexity you have to manage yourself.

With a cloud-hosted solution, you’ll have an entire team of technicians at your beck and call so features can be added or removed as needed. If you’re anticipating future changes, cloud-hosted VoIP will be more effective in the long run.

Whether you’re looking to host your VoIP phone systems on-premises or in the cloud, we can help make the process quick and painless. Just give us a call and we’ll be happy to advise.

When you receive an email from an unfamiliar source urging you to click on a link or download a file, it’s easy to send it straight to the bin due to its spam-like nature. It’s a completely different story when the message is sent via Facebook Messenger by one of your friends.

When you receive an email from an unfamiliar source urging you to click on a link or download a file, it’s easy to send it straight to the bin due to its spam-like nature. It’s a completely different story when the message is sent via Facebook Messenger by one of your friends. Such is the case with the latest social engineering scheme, and here’s what you need to know to stay safe.

What is it?

Little is known about the adware itself or those behind it, but it was uncovered by David Jacoby, senior security researcher at Kaspersky Lab, when he received a Facebook message from one of his friends, only to find out that wasn’t the case.

Basically, the adware uses Facebook Messenger to track your browser activity and pushes you to click on malicious ads or give out personal information.

How does it work?

By clickjacking and hijacking credentials of Facebook users, the adware is able to send messages to people in the victim’s contact list. If you’re one of those people, you’ll receive a phony message from your friend’s compromised Facebook account.

The message includes your friend’s name followed by the word “Video,” a shocked face emoji, and a shortened URL. Once clicked, the URL will redirect you to a Google Doc with a blurred photo taken from your friend’s Facebook page, disguised as a video. If you click on the “video”, you’ll be redirected to one of a number of targeted websites based on your browser, operating system, and location.

For instance, if you use Google Chrome, you’ll be sent to a website that looks exactly like YouTube, complete with the official logo. The hoax website will show you a fake error message to trick you into downloading a malicious Chrome extension.

If you’re on Firefox, you’ll be sent to a site with a false Flash Player update notice and a Windows adware executable; the same goes with OS X except the adware is hidden in a .dmg file.

The goal here is to move your browser through a set of websites so tracking cookies can monitor your activity and display malicious ads or you can be “social engineered” to give up confidential information.

How do you avoid falling victim?

Facebook has rolled out a number of automated systems to stop harmful links and files. What’s more, they will provide you with a free antivirus scan if they suspect that your account has been compromised by adware.

Still, you should be very skeptical about any shortened URL links sent to you by your Facebook friends, no matter how long you’ve been friends.

Due to their low key nature as potential security endpoints, cyber criminals are turning to social media platforms as their new medium of choice. To keep your business safe, you need to stay up-to-date and educate your employees. If you have any other questions about social media and how it can impact your business, just give us a call.

You’ve probably heard of VoIP phone systems by now. But do you know what they are and why they’re so popular among small- to medium-sized businesses? If you’re reluctant to ditch your traditional phone system, these VoIP benefits might convince you otherwise.

You’ve probably heard of VoIP phone systems by now. But do you know what they are and why they’re so popular among small- to medium-sized businesses? If you’re reluctant to ditch your traditional phone system, these VoIP benefits might convince you otherwise.

What is VoIP?

VoIP, or Voice over Internet Protocol, is a technology that allows you to make and receive calls over the internet. The main advantage over your traditional phone system is the added functionality that comes from sending voice data with “IP” protocols as opposed to over landlines. The results in the following benefits:

Plenty of useful features

With landlines, you are limited to making and receiving calls, transferring calls, and getting voicemails. VoIP allows you to do all that while letting you leverage other features like caller ID, video conferencing, integrated contact lists, and phone extensions that can be reached at your desk or anywhere else you go with your mobile phone.

That makes calling and call management easy, allowing you to tend to your customers’ needs quickly, collaborate in real-time, and enhance overall productivity.

Efficient use of bandwidth

Did you know that approximately 50% of a typical phone conversation is silence? VoIP fills in the empty silence with bandwidth allocation. When a user is not talking, bandwidth is conserved and reallocated to other users. VoIP also features redundancy removal and compression technologies which recognize certain speech patterns. This makes voice data less bulky for improved call quality.

Enhanced flexibility

VoIP can be used over Wi-Fi and just about any type of networks. As such, complications due to incompatibility are eliminated, resulting in an integrated yet flexible voice infrastructure capable of supporting many types of communications.

Real-time fax transmission

With traditional phone systems, long distance fax services are expensive and often suffer from poor data quality due to weak analog signals. Additionally, certain machines might be incompatible with each other, causing further breakdowns in the process.

VoIP resolves all this by using a fax interface to convert data into packets that ensure complete and reliable delivery of data. In fact, with a VoIP phone system, you won’t even need a fax machine for sending and receiving faxes.

Better connectivity

VoIP supports a combination of different data types to make call routing and signaling more flexible. This is extremely useful when developing and deploying applications that transmit data between computers. And since VoIP software runs on servers and is operated via web browser, you can access those applications from anywhere at anytime, too.

Cost effective

Internet calling rates are much cheaper than that of traditional landlines. This significantly reduces long distance calling costs. And because VoIP is completely scalable, you’ll only pay for the features you use and can add or remove features as needed.

Just like any technology, you need an experienced provider to help you make the best decisions when it comes to customization, deployment, and support. If you have any questions about VoIP or are looking to integrate it into your current technology infrastructure, give us a call.